Frequently asked questions: how can we help?
At We Make Melts, we want shopping with us to be easy and enjoyable, and we hope you love our products. Below are answers to our most frequently asked questions, grouped by topic: payment, delivery, tracking, subscriptions, returns, safety, ingredients, packaging and contacting us. If you can’t find what you need, please get in touch—we’d love to help.
What payment options do you accept?
We accept:
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Debit and credit cards
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PayPal
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Klarna
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Clearpay
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Apple Pay
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Google Pay
What delivery options are available?
We send orders using Royal Mail Tracked 24 and Royal Mail Tracked 48. Both services are tracked but not signed for, so no signature is needed on delivery. For full details of these services, visit Royal Mail Tracked 24 and 48. You can choose your delivery option at checkout.
If you need your order faster, expedited delivery may be available. Email contact@wemakemelts.co.uk to arrange this.​
We usually dispatch orders within 3 days of ordering. We don’t offer same-day dispatch because our wax needs time to cure properly. Curing helps your melts release their full fragrance. If dispatch will take longer than usual, for example when we’re on holiday, we’ll let you know.
Royal Mail Tracked 48
Delivery aim: two to three working days after dispatch, including Saturdays. We’ll email your tracking number when your order is dispatched.
Royal Mail Tracked 24
Delivery aim: the next working day after dispatch, including Saturdays. We’ll email your tracking number when your order is dispatched.
Delivery prices
Free shipping
We offer free shipping on orders over £75. These orders are sent by Royal Mail Tracked 48.
Local collection and drop-off
Local collection and local drop-off are available. See “Can I avoid shipping costs by collecting my order?” below for details.
How do I track my order?
Before dispatch: if you’d like an update on your order, contact us directly. The quickest way to reach us is the Let’s Chat feature on our website.
After dispatch: we’ll email your tracking number. Enter it on the Royal Mail Track your item page and select Track your delivery.
Do you offer subscriptions?
Yes. Our subscription service makes reordering easier.
Subscription boxes are sent monthly. Each box costs £24.95 and includes:
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5 snap bars
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20 melt shapes
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7 fragrances, chosen by us
Gift subscriptions are also available. You can cancel your subscription at any time after your first box has been dispatched by giving us 7 days’ notice.
What is your returns policy?
We want you to be delighted with your purchase. If you need to return an item:
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Contact us within 30 days of receiving your order.
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Include your name, order number and reason for the return.
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Return the unused item in its original packaging.
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If the return is due to our mistake, such as receiving the wrong item, we’ll cover the return postage.
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For change-of-mind returns, you’ll need to pay the return postage. Please remember that we make to order—we don’t mass-produce.
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Please use a tracked service. We cannot accept responsibility for items lost during return delivery.
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Once we receive and check the item, we’ll refund your original payment, excluding the original postage cost unless the return is due to our error.
If your order arrives damaged or faulty, please contact us as soon as possible with your order number and a photo of the problem so we can put it right. This policy does not affect your statutory rights.
Are wax melts safe?
Yes, when used correctly. Always follow the guidance on the label and the instructions that come with your burner.
Product safety information
We follow CLP (Classification, Labelling and Packaging) regulations. Every melt is labelled with safety information, hazard pictograms, ingredients and precautions.
How to use your wax melts safely
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Read the label before use.
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Use a burner designed for wax melts, placed on a flat, stable, heat-resistant surface.
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Keep the burner away from draughts and anything that could catch fire, such as curtains, shelves and furnishings.
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Never leave a lit tealight or switched-on electric burner unattended.
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Keep wax melts and burners out of reach of children and pets.
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Don’t move or touch the burner while the wax is melted, as hot wax can cause burns.
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Never add water to hot wax.
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Use in a well-ventilated room and stop using the product if you feel unwell.
Allergies and sensitivities
If you have allergies, asthma or sensitivities to fragrance, check the ingredients and allergen information on the label before buying or using our melts. If you’re unsure, contact us before you order and we’ll be happy to help.
What are your melts made from?
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Wax: our soy-based wax is made in the UK. It is plant-based, vegan-friendly and biodegradable.
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Glitter: our suppliers provide vegan, cruelty-free, cosmetic-grade glitters made in the UK.
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Fragrances: we use premium UK-supplied fragrances that are paraben-free, phthalate-free and vegan-friendly. They contain no animal products or components.
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Animal testing: our products are not tested on animals.
Some fragrances are classified as harmful to aquatic life. This mainly relates to disposal and does not mean they are harmful when used correctly in your home. To dispose of used wax, let it cool and harden, then put it in your general waste bin. Never pour wax down a sink or drain.
Why do some melts look mottled or frosted?
It’s rare in our melts, but this effect is known as frosting or polymorphism. It happens naturally when vegetable wax sets.
Frosting is purely visual and does not affect the performance of your wax melts. The white crystalline appearance disappears when the wax is heated.
How long do wax melts last?
How long a melt keeps releasing its fragrance (known as its ‘scent throw’) depends on:
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Room size
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Burner type
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Amount of wax used
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Air circulation
As a general guide:
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A 7–10 g melt scents a room for approximately 6–10 hours.
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One snap-bar chunk typically lasts 8–10 hours.
When the fragrance fades, the wax has done its job and can be replaced. To get the best from your melts, store them in a cool, dry place away from direct sunlight, in their packaging or an airtight container.
How long does it take to make my wax melts?
Our wax melts are handmade and we get started upon receipt of your order. Please allow a few days for production before dispatch. Delivery time begins once your order has been dispatched and we will notify you that your order is on the way. For more information have a look at 'What are Melts'.
What packaging do you use?
We use eco-conscious packaging wherever possible and look to recycle where we can.
Bags
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Our bags are biodegradable, UK-produced, plant-based and plastic-free. They are EN 13432 and OK Biobased certified.
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Some items are packed in resealable polyethylene bags. These bags are non-toxic and reusable.
Boxes and mailers
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Our boxes are strong, lightweight and recyclable.
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Our mailers are waterproof, crush-resistant, reusable and recyclable.
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Some orders may also be cushioned with biodegradable bubble wrap, acid-free tissue paper or plant-based packing peanuts.
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Burners are shipped in their original manufacturer packaging.
Can I avoid shipping costs by collecting my order?
Yes. There are two options:
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Collection: choose “Collection” at checkout, then contact us to confirm arrangements.
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Local drop-off: contact us before placing your order to arrange this.
What do other customers think?
We love hearing from our customers! You can see their reviews, photos and feedback on our Instagram page. Follow us and discover what others think of their We Make Melts favourites. Click the REVIEWS button at the foot of this page.
How can I contact you?
You can reach us by:
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Contact Us: Click on the Contact Us button at the foot of the page and complete the online form
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Live chat: select Let’s Chat on our website
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Email: contact@wemakemelts.co.uk
We aim to respond as quickly as possible. If your question is about an existing order, please include your order number.
Delivery service information is taken from Royal Mail’s website. For Royal Mail’s latest service standards, visit Royal Mail Tracked 24 and 48.